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Saddletree Report Confirms Value of Nexidia Call Recording and Analytics Solution

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September 05, 2012

Saddletree Report Confirms Value of Nexidia Call Recording and Analytics Solution

By Tracey E. Schelmetic, TMCnet Contributor

While many call center organizations record interactions simply because they have to, many more progressive call center organizations record calls because of the wealth of intelligence they can draw from recorded calls. The value of this recorded data to the call center has been confirmed in multiple studies. Customer interaction analytics provider, Nexidia (News - Alert) has released the latest study confirming how recorded data could help call center operations, provided the right analytics solution is deployed.

The company is announcing the availability of its new research brief from Saddletree Research on the topic of call recording and analytics. The new report concludes that Nexidia's call reporting product, Nexidia Capture, helps provide an economic pathway to advanced call center analytics.

The Saddletree Research brief, "Nexidia Capture Call Recording Software: Economic Pathway to Advanced Analytics," found that Nexidia Capture's ability to integrate into traditional time division multiplex (TDM) networks and Voice over Internet Procotol (VoIP) networks as a notable capability because it paves the way to broad scale implementation of interaction analytics.

“Nexidia Capture offers an alternative to companies that have struggled to find an analytics solution for a recording system that may no longer be meeting the contact center's needs but is not yet fully depreciated or cannot be removed due to other concerns,” said Saddletree Research President and author of the brief, Paul Stockford., in a press release.

"Offered as a service, Nexidia Capture does not necessarily require a company to remove an existing call logging solution in order to implement Nexidia Capture," he said.

Although Nexidia Capture can function as any company's sole call logging solution, it can also be used to augment a recording system that may not meet today's state-of-the-art standards or may store data in a format that is difficult to extract and analyze, noted the report.

"Nexidia Capture offers an analytics-compatible recording solution that eliminates any excuse for a company to not be using speech analytics in their customer service strategy today," said Stockford. "With costs for Nexidia Capture starting at $60 per channel per year, the financial circumstances that may be underlying the cause of delay in acquiring a call recording solution for any contact center have been negated.”

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Edited by Brooke Neuman

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